Conflict Management

The stages of conflict and conflict resolution in the correct sequential order are: 1- conceptualization 2- frustration 3- resolution 4- taking action

2, 1, 3, 4

Katherine is a young Unit Manager of the Pediatric Ward. Most of her staff nurses are senior to her, very articulate, confident and sometimes aggressive. Katherine feels uncomfortable believing that she is the scapegoat of everything that goes wrong in her department. Which of the following is the best action that she must take? A-Identify the source of the conflict and understand the points of friction B- Disregard what she feels and continue to work independently C- Seek help from the Director of Nursing D- Quit her job and look for another employment.

A (This involves a problem solving approach, which addresses the root cause of the problem.)

The nurse manager tells one of the staff, "I don't have time to discuss the matter with you now. See me in my office later" when the latter asks if they can talk about an issue. Which of the following conflict resolution strategies did she use? A. Smoothing B. Compromise C. Avoidance D. Restriction

Answer: C. Avoidance This strategy shuns discussing the issue head-on and prefers to postpone it to a later time. In effect the problem remains unsolved and both parties are in a lose-lose situation.

An internal struggle to clarify opposing values or wants within a group is called: A- intergroup conflict B-intervalue conflict C- intrapersonal conflict D- interpersonal conflict

C- intrapersonal conflict

In order to win as much as possible in negotiation, what should the nurse negotiators do? A- be well prepared with one clear plan for dealing with the situation B- communicate their hidden agenda C- be prepared to compromise but only as a last resort D- begin with high but realistic expectations

D- begin with high but realistic expectations

What is a common conflict resolution strategy that is used when a quick decision needs to be made in a crisis, such as in a code situation? A- compromise B- collaboration C- avoiding D- competing

competing

A charge nurse assists a group of personnel to resolve their conflict, with the outcome being that the two opposing goals were discarded and new goals were adopted. What is this an example of? A) Smoothing of conflict by the leader B) Facilitating collaboration among personnel C) A majority rule approach D) A good lesson in compromising

Ans: B Feedback: In collaboration, all parties set aside their original goals and work together to establish a common goal. None of the other options are examples of the described outcome.

As a young manager, she knows that conflict occurs in any organization. Which of the following statements regarding conflict is NOT true? A. Can be destructive if the level is too high B. Is not beneficial; hence it should be prevented at all times C. May result in poor performance D. May create leaders

Answer: B. Is not beneficial; hence it should be prevented at all times Conflicts are beneficial because it surfaces out issues in the open and can be solved right away. Likewise, members of the team become more conscientious with their work when they are aware that other members of the team are watching them.

An important concept in the negotiation process is to not reveal exactly what you want to gain from the negotiation at the beginning of the negotiation process A- true B- false

I didn't write down the answer for this one because she said she won't use it on the test haha